ComplaintsforOmega Cabinets

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  **** *** Lumber order #XXXXXXX placed 10/6/21 for kitchen cabinets. $17k with 100% prepayment required by Omega Cabinetry at the time of order. After backorders and partial deliveries, one cabinet remains undelivered. The corner sink base needed before the surrounding cabinets, the sink, and the countertops can be installed. Item: ********* Sink Base Diag 36 Fhd RH I was told by the dealer that the cabinet was rejected by quality control and was being remade, then that the remade cabinet was delayed. Then I was told by the local Omega Sales Rep that the remade cabinet was rejected and the cabinet was being made for the third time. I was given a shipment date of February 21st, which then moved out to February 28th. Then I was told it disappeared from the Master Brand order status website that my dealer checks daily. Now, no one at Omega Cabinetry or Master Brand will respond to the Omega Sales Rep or the dealer regarding this order. The Omega Rep told me he would call the factory and stay on the phone until he got a confirmed status for this cabinet but two weeks later he says he still cannot not get an answer. I am now told the factory is not responding to him anymore. The factory does not respond to the dealer. The VP at the dealer reached out to senior management at Master Brand and they have not responded to him. I paid 100% in advance and I cannot get any information as to whether this cabinet is even in the production queue. I have no way of knowing if, or when, I will ever see this cabinet. My old kitchen was removed in January based on confirmation that the order was complete and the cabinets were in transit for delivery on January 14th. More than a month later, this cabinet is still missing and the factory has gone silent. I am asking for the production of this cabinet to be expedited by the factory for shipment and delivery ASAP, and for someone from Omega or Master Brand to respond to me directly with a firm shipment date for this cabinet.

  Business response

  03/09/2022

  Business Response Dear BBB, Thank you for the opportunity to respond to complaint #XXXXXXXX. We apologize for the frustration and delays experienced with this order. Please be assured, we are doing our best to deliver as soon as possible. Unfortunately, the estimated ship date can change as the order moves through our order system due to issues involving the supply chain, transportation delays and labor shortages. The remaining backorder is currently scheduled to deliver this coming week; however, we recommend continuing to work with the dealer for updates on the order. We work directly with our dealers to provide the most up-to-date information we have available. Thank you for your continued patience Kind Regards, MasterBrand Cabinets Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Cabinet finally arrived on March 4th. Two months after the rest of the cabinets were received.

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